Chapter 7 - Management Skills - Communication

Question 1

Define communication

Answer 1

the transfer of information between two people

Question 2

Communicating with internal stakeholders

Answer 2

1. employees and managers
2. managers w eachother
3. investors

Question 3

Communicating with external stakeholders

Answer 3

1. customers
2. suppliers
3. government
4. society

Question 4

What is Internal business communications

Answer 4

used to communicate between staff within the business

Question 5

What is External Business communications

Answer 5

used to communicate w people outside the business

Question 6

Types of Internal verbal communications within a business

Answer 6

meetings
telephone
conversations

Question 7

Types of external verbal communications withing a business

Answer 7

conference
interviews
meetings

Question 8

Types of internal written communications

Answer 8

email
letters
memos

Question 9

Types of external written communications

Answer 9

ads
emails
letters

Question 10

Types of internal visual communications

Answer 10

posters
graphs
body language

Question 11

Types of external visual communications

Answer 11

posters
graphs
internet

Question 12

Barriers to effective communication

Answer 12

no feedback
interference
not listening
bad timing
unclear message

Question 13

Examples of ICT in use

Answer 13

internet
email
database software

Question 14

define AGM’s

Answer 14

annual general meetings are meetings which all shareholders in a company must be invited

Question 15

define chairperson and their duties

Answer 15

a chairperson is responsible for the correct running of the meeting

• set an agenda
• open the meeting
• keep order
• call for votes

Question 16

define secretary and their duties

Answer 16

secretary is responsible for notifying participants in advance about the meeting. during the meeting the secretary takes notes about the decisions made during the meeting

• arranges the venue
• reads out the minutes of the previous meeting
• after the meeting writes up the minutes

Question 17

define minutes

Answer 17

written record of what was discussed and decided at the meeting

Question 18

define agenda

Answer 18

a summary list of all the items to be dealt with at the meeting

Question 19

advantages of meetings

Answer 19

clarity
rapport
speed
feedback

Question 20

disadvantages of meetings

Answer 20

cost
no written record
can be difficult to record financial details
accuracy

Question 21

what is a memo

Answer 21

short written notes about one particular issue

Question 22

report defn

Answer 22

written document about a specific topic or issue presenting information, evaluation and recommendations to the specific person or group who requested it

Question 23

advantages of a report

Answer 23

all relevant info in one place
provides detailed analysis
helps managers make informed decisions

Question 24

disadvantages of a report

Answer 24

can discourage readers if laid out poorly

can be ignored by recievers

Question 25

benefits of visual communications

Answer 25

improves communications
simplifies information
speeds up absorption

Question 26

elements to communication

Answer 26

sender, messenger, medium used and reciever

Question 27

what is ICT

Answer 27

information and communication technology refers to the use of the computers, telecommunications and electronics to gather, store, process and distribute information.

Question 28

benefits of ICT

Answer 28

Faster communications
advertising
stakeholder relations enhanced
reduced marketing costs

Question 29

risks of ICT

Answer 29

information security
e-crime
business disruption risks
can be expensive